Many of Diebold’s senior technicians have more than 20 years of experience and a wealth of field knowledge. Continued business growth and new technologies necessitate the growth of the field services team, but it can take time for new technicians to become fully productive and acquire the knowledge of more senior experts.
Diebold needed a way to connect new technicians in its global field services team with senior remote experts to enable them to gain experience diagnosing and resolving issues with ATMs and other devices for which Diebold provides service. Newer technicians can handle tasks such as adding paper and fixing jams or torn currency, but need senior guidance to repair hardware, replace parts and fix software.
Training new technicians to become experts takes between six months to two years. Pairing experienced technicians with newer field services teams is one way to share knowledge, but this method is expensive and reduces the capacity of senior experts to service customers. Diebold discovered that up to 30 percent of service issues could be solved using the remote support of experts, so they established a remote team to provide support to front-line technicians. Initially, the use of video collaboration technology was limited; some technicians used video apps on smartphones to connect, but usage was inconsistent and there were challenges with bandwidth, security and uneven access across the service organization.
At the same time, Diebold wanted to continue to transform itself into a provider offering multivendor solutions and services. It also identified a lack of systematic knowledge capture, which, if improved, could enable technicians to search for solutions without having to escalate issues to experts.
“Being able to bring in specialized experts virtually allows us to offer an expanded service to our customers,” explains Steven Wagner, Diebold’s support manager for the U.S. “Empowering our field technicians with video from the customer site would provide us with one of the tools we needed to launch this new revenue opportunity.”
The goal therefore expanded to not only involve video collaboration to improve on-the-job training, first-time-fix rates and service resolution times, but to also improve overall mentorship and customer experience.